Service Quality At Hospital – A Study Of Apollo Hospital In Mysore

Abstract

Quality is considered as one of the important factors in differentiation and excellence of services and it is a basis of competitive advantage so that its understanding, measuring, and developing it are important challenges for all health services organizations. The objective of this research is to examine the service quality influence on patient loyalty in Apollo hospital of Mysore, service quality measures are based on some of the dimensions of the SERVQUAL, in this study four dimensions namely responsiveness, empathy, reliability and tangible were considered. The research is purely based on primary data, the data has been collected by 185 respondents by using structures questionnaire. The data has been analyzed by using one sample t test and regression analysis. The results revealed that all the four dimensions were positively related to patient’s loyalty. Keywords –Apollo hospital, customer loyalty, service quality